Q3 2024
(Apr-Jun 24)
New Homes Provided
358
358
New homes into contract
216
New sales
completed
CustomerContact
4,579
4,579
Calls received
4,346
4,346
Calls answered
29%
29%
Resolved at
first contact
Answered in less than 60 seconds
44
44
seconds average call wait time
1,989
1,989
Customer Tickets Generated*
45 |
Webchats answered
2.2
2.2
minute average answer time for web chats
* incoming customer contact, usually by email
Complaints
30
30
Stage 1 complaints received
100%
100%
Stage 1 complaints acknowledged in timescale
90%
90%
Stage 1 complaints responded to in timescale
3
3
Stage 2 complaints received
100%
100%
Stage 2 complaints acknowledged in timescale
100%
100%
Stage 2 complaints responded to in timescale
12
12
Complaints upheld
2
2
Generated Complaints to Housing Ombudsman
Customer satisfaction
4.4
star
Average Trustpilot score
in the quarter
4.5
star
Trustpilot score at the
end of the quarter
Looking after our homes
100%
100%
of property units with up to date Fire Risk Assessment check (Freehold)
90.3%
90.3%
of property units with up to date Fire Risk Assessment check (Leasehold)
80.89%
80.89%
Managing Agent performance
0
0
Fire Risk Assessment – high risk remedial actions outstanding beyond 3 months (Freehold)
0
0
Health and Safety – high risk remedial actions outstanding beyond 3 months (Freehold)
Customer Feedback, Complaints and Service Improvements
Quarter 3: April to June 2024
As our Customer Feedback and Complaints Policy says, it’s important to us to know what our customers think. If we’ve got something wrong, we want to know, and do what we can to put it right. When things have gone well, we’re equally keen to hear positive feedback. In both cases, we will share this with colleagues and managers, and learn and improve our services.
Heylo welcomes feedback in the form of both complaints and compliments as a means of improving services, developing staff decision-making and customer engagement, giving senior staff an insight into front-line operations, and improving our landlord and resident relationship.
4,579
Calls to contact centre
45
Web chats
1,297
Direct Calls
1,989
CRM Contacts
28
TrustPilot Reviews
